Case Study: Twilio achieves real-time live call transcription with Gladia

Twilio enables sub-300ms live transcription with Gladia

Twilio sought to integrate real-time call transcription to enhance customer service by reducing call times and improving agent efficiency, but needed a solution that could process audio with minimal latency. They partnered with the vendor Gladia and its Solaria RT service, which specializes in high-speed speech-to-text.

Gladia implemented its streaming API, which natively supports Twilio's telephony audio format, eliminating conversion delays. The solution achieved round-trip transcription latency under 300 milliseconds, enabling features like live agent prompts and automated compliance checks. This resulted in shorter average handle times and more efficient call resolution for Twilio.

Twilio